Turned Away at the Hospital Registration Desk

WEST BANDUNG — An elderly man identified as Sukra (73) failed to receive medical treatment at the Cikalongwetan Regional Public Hospital (RSUD Cikalongwetan) in West Bandung Regency, West Java, on Thursday (10/15/2026). He was turned away at the administration desk for being unable to register through the JKN Mobile app.

Sukra, a resident of Kampung Cileunca in Cikalongwetan District, arrived accompanied by his child, DK (48). They carried complete documents: an official referral from the Rende Community Health Center (Puskesmas Rende) and proof of a follow-up appointment with an ophthalmologist. Yet none of it was enough to get Sukra into the examination room.

The administration clerk stated that outpatients would no longer be served through manual registration — everything had to go through the JKN Mobile app. The problem: the 73-year-old does not own a smartphone to download the app.

"This is a BPJS regulation, not ours. We are only following the rules," the clerk who served the patient reportedly said, as covered by local media.

Official BPJS Rules: The App Is Not Mandatory

The refusal contradicts the official regulations of BPJS Kesehatan, Indonesia's Healthcare Social Security Agency, which runs the National Health Insurance (JKN) program. Under the rules, the Mobile JKN app is meant to simplify access — not as an absolute requirement. Patients only need to present their ID card or Indonesia Health Card (KIS) to receive care.

Health facilities are in fact required to check a patient's membership status through BPJS Kesehatan's internal VClaim system. Through its Care Center 165 and official circulars, BPJS Kesehatan has repeatedly stressed that no regulation mandates the use of the JKN Mobile app to receive health services.

In other words, health facilities must continue serving patients who register manually. The practice at RSUD Cikalongwetan — making JKN Mobile the only registration channel and rejecting ID cards — does not comply with those rules.

Viral Story Sparks Outrage, Hospital Urged to Clarify

Sukra's story went viral on social media and drew widespread anger. Many netizens called the policy discriminatory against the elderly and citizens unfamiliar with technology — the very groups most in need of easy access to healthcare.

As of this writing, RSUD Cikalongwetan has yet to issue an official clarification. The public awaits an explanation: was the refusal hospital policy, a misunderstanding by the clerk, or something else?

The case is a reminder that digitizing public services must not shut out citizens who struggle with technology. The state must ensure no patient — especially the elderly — has treatment delayed over administrative hurdles.